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A business owner who tells his staff to turn away customers with certain food allergies insists the burger kitchen's policy is "fair"
Jeff Taylor, who owns Bun X, which operates out of two pubs in Norwich, found himself facing criticism on social media after he shared an angry online review from someone who was refused service due to allergies
He said Bun X is unable to cater for anyone with a gluten, nut, soya or sesame allergy due to it operating out of a small kitchen and he believes this policy is transparent upon booking
While the business has been praised for its openness by some, Ratula Chakraborty, a professor of business management at the University of East Anglia, argues Bun X could do more to cater to allergens
In February, Bun X announced it would be changing its policy on allergens after "due diligence concluded that there is no safe way to 100% eradicate cross contamination
Taylor says the buns are handmade in a bakery that handles nuts, the oil the kitchen uses is soya bean vegetable oil and sesame seeds on the buns "cover the entire kitchen
"We are not being pedantic, we are being extremely fair" when it comes to turning people around due to cross contamination, Taylor explains to BBC Radio Norfolk
Due to the space of the kitchen, Taylor says the business had to make "tricky decisions" while abiding by the laws on serving and preparing food
In order to be transparent with customers, Taylor says upon booking with Bun X customers receive terms and conditions and a text that states the business is unable to cater to people with those allergies
The Food Standards Agency advises people with an allergy visiting a restaurant to be upfront with the eatery and make sure it is able to make the changes to suit any dietary needs
In the UK, food businesses must follow labelling laws, provide allergen information and handle food allergens effectively in food preparation
The Food Standards Agency says there are a number of actions businesses can take to avoid cross-contamination, including cleaning utensils, handwashing and storing ingredients separately
It advises if cross-contamination cannot be avoided, then customers should be informed that allergen-free dishes cannot be provided
Bun X has received a number of negative reviews on social media, TripAdvisor and Google, Taylor saysOne person wrote: "If you have a food allergy and you want to eat there, don't bother, they won't serve you. Was felt like I had a disease of something
After sharing a negative review on social media, the business received a number of supportive messages, however, it has been criticised previously for not catering to allergies
Another person with a nut allergy wrote in an online review that they were "flat out refused service" despite accepting the risk and that the restaurants rule on allergies is "not an acceptable one
Another family wrote online than upon making it known one of the party had an allergy they were refused service
As a small independent business, Taylor says: "We are just me and a team of people trying our very best trying to live up to our reputation of really good hospitality... we are doing our very best to look after everyone who walks through the door
Despite publicising that the business cannot cater for all allergens, he says people still turn up for their booking, which can cause additional pressure on staff in a "fast-paced environment
He adds: "The responsibility lies solely at my footsteps. I want to protect my team, I want to protect the guys who work very hard in a fast-paced environment, I want to protect fellow diners
Ultimately I want to protect the guys that have got these allergies we don't want a medical emergency mid-service - we don't want to put anyone through that.
"I have been to Bun X myself, it is a very fine establishment but it needs to get out of this situation of saying, 'no we can't', the bottom line is they have to cater to it.
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